Director of Customer Success

About Hebbia

The user interface for AGI – Hebbia is AI that works the way you work.

Designed to be generally capable– it can tackle even the most complex tasks, citing answers over any amount of sources. By showing its work, Hebbia empowers users to collaborate with AI on each step and validate responses instead of blindly trusting them. Our mission is to put capable AI in the hands of 1 billion people by 2030.

Job Description

Our future Customer Success function will guide users through every step of their journey with Hebbia. The Customer Success team will be built ground-up – we’re hiring a founding Director to architect the vision, recruit new Hebbians, and establish the playbooks that will drive adoption and growth for Hebbia’s flagship customers: world‑class financial institutions, law firms, and Fortune 500 companies.

You will partner closely with the Engagement team (domain experts who design and implement use cases in Financial Services and Law) while building a bench of SaaS deployment specialists who ensure every customer realizes rapid, compounding value.

If you have built or scaled a Customer Success organization, love solving hard problems, and want to leave a visible mark on a company bringing frontier AI to serious work, we’d love to meet you. 

This role is based full‑time in our SoHo, New York City office.

Responsibilities

As Hebbia’s first Customer Success hire and functional leader, you’ll collaborate with leadership to design our Customer Success and Support functions from the ground up. Your impact will shape the processes that guide clients through every stage of their journey with Hebbia, working closely with the Engagement team to craft the entirety of the post-sale journey.

The role will involve:

• Build & Scale the Team: Define the org design, headcount plan, and hiring rubric; recruit, onboard, and mentor a high‑performing Customer Success team.
• Strategic Relationship Management: Serve as senior sponsor post‑deployment, delivering proactive, consultative guidance. Partner with Engagement to bring in domain specialists for Financial Services and Law use cases as needed.
• Customer Health & Expansion Frameworks: Develop data‑driven systems to monitor adoption, forecast renewals, and surface expansion opportunities—owning the metrics before the systems exist.
• Operational Foundations: Stand up the processes, tooling, and KPIs that will define operational excellence and scale with growth.
• User Enablement Programs: Design onboarding journeys by vertical, equipping customers to confidently navigate and master the Hebbia platform.
• Bolster Retention: Leverage usage, adoption, and sentiment data to create campaigns—drip communications, live trainings, product updates—that deepen engagement.
• Voice of the User: Aggregate and relay customer insights to Engagement and EPD (Engineering, Product, Design) to influence roadmap and continuously elevate the user experience.

Who You Are

• A player‑coach with an entrepreneurial mindset: able to set strategy while rolling up your sleeves to execute.
• 5+ years of enterprise SaaS customer‑facing experience, including 5+ years building and leading teams and owning revenue‑impacting KPIs.
• Curiosity about AI applications in professional services (especially finance) and comfort working with Large Language Models.
• A strong ownership mentality—you see white space and instinctively claim it.
• Distinctive analytical and problem‑solving skills: you structure ambiguous challenges and iterate quickly.
• Comfortable working in person, 5 days per week in NYC.

Compensation

In consideration of market analysis and relevant factors, the compensation range for this position is set between $175,000 and $240,000 (base salary and bonus) with ac. However, adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description. The position also qualifies for a competitive equity package. 

Life @ Hebbia

PTO: Unlimited
Insurance: Medical + Dental + Vision + 401K + Wellness Benefits
Eats: Catered lunch daily + doordash dinner credit
Parental leave policy: 3 months non-birthing parent, 4 months for birthing parent
Fertility benefits: $15k lifetime benefit
New hire equity grant: competitive equity package with unmatched upside potential

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